I'd like to see FreshDesk improve the KB with at least a partial implementation of KCS. Versioning (which is apparently coming) and Ability to add articles to Knowledge Base directly from Freshdesk (already submitted) are parts of it. Other pieces include:
- Agent roles (Contributor, Publisher, Coach, etc) to control who can publish external vs internal.
- Workflow (WIP->Draft->Internal->External) and a way to report on it.
- Ability to report on case to KB links (to see how often an article helps solve an issue)
- Customer feedback (including comments) on KB articles.
This would be a huge differentiator in what is now a very crowded help desk market.
